How customer loyalty drives profits
Most retailers talk about customer loyalty, but how many have the strategies in place to make it a real revenue generator?
A recent trade magazine survey showed that Aldi customers are now the most loyal in the UK, overtaking high-end retailer Waitrose as the supermarket with the most unwavering support from shoppers. This demonstrates that getting the basics right for customers is most important, but it’s also essential online – and Aldi have proved it with a top slot across in-store and digital.
Paul Leybourne at Vodat says that in store, tablets connected to the internet via WiFi gives retailers a great way to offer their entire product offering, where previously they could only offer a limited range. This delivers better variety and availability of products which in turn helps drive sales and increase customer loyalty.
Ex-Amazon Chief Scientist Andreas Weigend says ‘customer service should be viewed as a profit centre not a cost centre’. He also says that ‘Organisational processes should be designed to capture more data so that they can be further improved. For example, if customer feedback data is provided quickly and easily to buyers, suppliers and designers can respond rapidly improving service and fostering loyalty’.
Never Miss a Retail Update!The Retail Bulletin’s 4th Customer Loyalty conference, 12th June 2013, has been designed specifically to help retailers identify strategies to develop the loyalty and engagement of customers through building trust and engagement, whilst achieving maximum ROI.
Delegates will learn about the key pillars of building customer loyalty – big data, mobile, social media, CRM to develop insight into the mind of your customer and implement into your customer experience strategy. Our respected speakers share their expertise and vision so that conference delegates take away real solutions and ideas to put into practise within their own businesses.
To view the programme and register, click here.
